Customer Support Specialist

About PulseMediaNL

PulseMediaNL is an expanding digital media and marketing firm focused on enhancing business online presence through creative digital approaches, content generation, social media oversight, branding, and marketing plans. We are dedicated to providing outstanding customer service and forging long-lasting client connections.

Position Overview

We seek a dedicated, customer-oriented, and proactive Customer Support Specialist to join our team. This role acts as the initial contact for customers, ensuring every interaction is handled with professionalism, timeliness, and exceptional service quality.

Key Duties

• Serve as the first point of contact for customer queries across email, live chat, telephone, and social media.
• Address customer questions regarding products, services, subscriptions, billing, and accounts promptly and with professionalism.
• Manage customer complaints effectively while maintaining a positive experience.
• Escalate complex problems to relevant departments when needed.
• Follow up with customers to confirm complete issue resolution.
• Foster strong customer relationships through tailored support.
• Accurately maintain customer details and track interactions within CRM software.
• Recognize recurring customer issues and suggest process enhancements.
• Gain in-depth knowledge of company products and educate customers on features and best practices.
• Stay informed on new releases, updates, and policies.
• Assist with basic technical troubleshooting and guide users during onboarding and navigation.
• Coordinate with technical teams for advanced issue resolution.
• Gather customer feedback to inform management and improve support processes.
• Contribute to creation and updating of knowledge articles and FAQs.
• Document all customer communications precisely and meet response and resolution deadlines.
• Prepare reports on common issues and trends while safeguarding customer information confidentiality.

Qualifications

• Minimum high school diploma or equivalent; Associate's or Bachelor's degree is preferred.
• At least 2 years of experience in customer service, support, or client success roles.
• Strong oral and written communication capabilities.
• Excellent interpersonal and relationship skills.
• Ability to handle multiple tasks and prioritize in a dynamic setting.
• Proficient in problem-solving and conflict resolution.
• Meticulous attention to detail.
• Capability to work independently and collaboratively.
• Positive, customer-focused attitude.

Preferred Experience

• Background in digital marketing, SaaS, or media support.
• Familiarity with CRM platforms like HubSpot, Salesforce, Zendesk, or Freshdesk.
• Experience using live chat software.
• Knowledge of social media networks and digital marketing terms.
• Basic technical troubleshooting competence.
• Experience managing billing or subscription queries.

Technical Competencies

• Proficient with CRM software.
• Skilled in Microsoft Office and Google Workspace.
• Experience with live chat tools and ticketing systems.
• Competent in email management and data entry.

Soft Skills

• Effective communication and active listening.
• Empathy and patience in customer interactions.
• Critical thinking and problem-solving capabilities.
• Strong organizational and time management skills.
• Adaptability and teamwork.
• Professional demeanor and attention to detail.

Performance Indicators

• Customer satisfaction (CSAT) scores.
• Speed of first response and average resolution time.
• Customer retention and ticket resolution rates.
• First contact resolution and quality assurance evaluations.
• Accuracy of responses, customer feedback ratings, and productivity.

Benefits

• Competitive remuneration with performance incentives.
• Career growth and professional development opportunities.
• Continuous training programs and advancement potential.
• Flexible working arrangements where applicable.
• Supportive team environment.
• Paid leave and company holidays.
• Employee wellness programs.
• A chance to be part of an innovative, growing digital media firm.

Equal Opportunity and Company Culture

PulseMediaNL champions diversity and fosters an inclusive workplace where every team member is respected, valued, and empowered to thrive. We believe delivering exceptional customer experiences is vital to business success and encourage applicants who are passionate about outstanding service and problem-solving to join us.